Offer summary

Qualifications:

BS/BA in a relevant program or equivalent work experience., 12 years of experience managing in a mature Managed Services organization., Proven organizational skills with a focus on detail and strategic planning., ITIL Foundations Certification and experience with various automation tools..

Key responsibilities:

Lead the North American Managed Services team and set strategic direction for technical teams.

Oversee service delivery for 30+ clients and act as a point of contact for service escalations.

Coach and mentor team members to build a service-focused team and ensure client satisfaction.

Establish service models and integrate closely with clients, engineers, and vendors for project transitions.

Job description

Senior Director, Managed Services,

Full-time, United States.

JOB DESCRIPTION:

Currently, Bounteous is searching for acandidate to fill its Senior Director of Managed Services position leading the North American team.Bounteous Managed Services practice was started 3 years ago and continues to evolve and grow. We are seeking a strong leader with creativity and an entrepreneurial spirit. The selected candidate will be instrumental in formulating and implementing an evolving organizational structure and catalog of servicesfor our fast-growing Managed Services Delivery practice. Candidates should have executive presence; broad Managed Services experience and 12years’ experienceleading Managed Services organizations with preference to candidates who have established Managed Services organizations.  

Responsibilities:

Bring a comprehensive understanding of Managed Services, IT Service Management (ITSM) and the ITIL Framework and have a proven track record of leading successful Managed Services programs

Provide guidance to and set strategic direction for technical teams including Cloud and DevOps Engineering, Monitor/Triageand Security Management

Contribute to and champion initiatives from the Managed Services Roadmap as we continue to establisha solid foundationof the services

Oversee all North American teams including Service Delivery Managers and Coordinators, ITSM/ServiceNow, and Technology Operations functions

Guide technical and service delivery leadersto accomplish the delivery of Managed Services to our clients

Review practice P&L and address deviations from the forecast and plan for adjustments as needed to cost. Create revenue forecasts annually. Work with project accounting on discrepancies

Create governance structures as needed to set direction for the ever-changing services

Oversee the delivery of services for 30+ clients that subscribe to leveraged and T&M based service models. Act as a single point of contact for business unit service escalations.

Coach and mentor all direct reporting team members to build a solid service-focused team.

Participate in the ongoing organizational training plan by identifying strategic training initiatives designed to bolster the effectiveness of the team

Oversee transition/implementation of Managed Services contracts to ensure a high degree of client and internal team member satisfaction

Integrate closely with clients, engineers, and vendors to ensure the smooth transition of projects from development to support and that services are fully supported by the agreed go-live date.   

Establish service models that include a definition of the service, staffing models, cost models, marketing decks, SOWs, RACI matrices, SLAs and proposal materials. Train the business development team and Business Units on the details of new services.

Preferred Qualifications:

BS/BA in relevant program, or equivalent work experience

12 years managing in a mature Managed Services organization

Business development experience – developing service offerings, proposals, presentations

Experience building a Managed Services competency is considered a plus

Experience with managed services including applications, infrastructure and security

Worked successfully in global model and managed distributed/remote team members

Experience coaching and developing Managed Services leaders and team members

Proven organizational skills and a focused attention to detail

Experience in development of strategy and implementation of a strategic plan

Understanding of digital technologies

ITIL Foundations Certification

Financial management experience

Experience working with various automation tools ServiceNow, xMatters, CloudWatch, Cloudflare, Sumo Logic Site24x7, New Relic, Terraform, native cloud a bonus

Experience with CMS platforms (Adobe Experience Manager, Drupal), eCommerce platforms (Adobe Commerce/Magento) and Google Analytics a plus.

Required profile